Online pharmacy case study

From unfair chargebacks to next working day settlement

YourMedical, an online pharmacy, came to eCom Pay facing unfair chargebacks, delayed settlements and constant card declines at checkout. We processed the application with pharmacy-aware underwriting, tuned the risk rules to the way the business actually trades and moved settlement to the next working day, lifting checkout conversion along the way.

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In brief Online pharmacyChargebacks managedDeclines reducedNext working day settlement
Pharmacist preparing an online pharmacy order for dispatch at YourMedical

24 hrs

approval, once documents are in

150+

currencies processed

4.4

Trustpilot rating

2010

processing payments since

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The situation

Where they were when they came to us

Every case study starts the same way, with a good business and a payment setup that no longer fits it. This is what the picture looked like on day one.

Unfair chargebacks piling up

Genuine orders, dispensed and delivered, were coming back as disputes. Without proper evidence handling or prevention tools, each unfair chargeback cost the pharmacy the product, the payment and the fee on top.

Good customers being declined

Risk rules that treat every pharmacy transaction as suspect were turning away legitimate patients at checkout. Constant declines meant lost orders, frustrated customers and marketing spend buying traffic that could not pay.

Settlements on the slow road

Money from dispensed orders took days to arrive, while stock, staff and regulatory obligations all ran to their own clock. A regulated business deserves better than waiting on its own takings.

What we did

How the application was processed and placed

Experienced underwriters reviewed the business properly, shaped the account around how it actually trades and placed it on specialist acquiring. Step by step, this is what changed.

01

Underwritten by people who know pharmacy

Experienced underwriters reviewed the pharmacy properly, registration, prescribing controls, age verification and dispensing process, and processed the application around evidence rather than a category label.

02

Risk rules tuned to real trade

Instead of blanket rules built for someone else, the fraud screening was tuned to how YourMedical actually trades. Genuine patients sail through, genuine risk gets caught, and checkout conversion lifted as a result.

03

Chargebacks managed end to end

Disputes now run through proper chargeback management, evidence compiled, cases represented and patterns fed back into prevention, so unfair chargebacks stopped being a cost of doing business.

04

Settlement moved to next working day

Takings now land the next working day, which keeps stock, staffing and compliance work funded from money the pharmacy has already earned.

Pharmacist preparing an online pharmacy order for dispatch at YourMedical
The outcome

Where they are now

  • Fewer declines, more conversionstuned risk rules let genuine patients pay, and checkout conversion improved
  • Chargebacks fought and fallingdisputes managed end to end, with prevention reducing how many arrive
  • Money lands next working daysettlement moved from days of waiting to the next working day
  • An account built for pharmacypharmacy-aware underwriting behind the account, with a dedicated Risk Analyst
Check your approval odds
Checkout health report
Genuine patient approved ✓
Risk rules tuned
Chargeback evidence filed ✓
Settlement next working day ✓
Status dispensing
Next working day settlementUK team around the clock
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Written by the eCom Pay team. Reviewed August 2026. Last updated August 2026.

Pharmacy payments deserve pharmacy specialists

Experienced underwriters process your application with pharmacy-aware onboarding, approved in 24 hours once your documents are in.

Start your application Call 0345 548 0072

Running an online pharmacy? See payments for online pharmacies or read about online fraud prevention.

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